Managing Your Station
Working With Voice Calls
Handling Transfer of Calls
Internal Communication Tools
Miscellaneous
100
This shows your current status in Five9 and dictates your ability to take calls in the queue
What is Ready/Not Ready STATES?
100
When you need time to research an FAQ or consult a supervisor, what should you do to prevent dead-air over the call?
What is PLACE THE CUSTOMER ON HOLD?
100
This button will allow you to send the caller to a different department.
What is the TRANSFER BUTTON? 
100
You use this function to directly contact your supervisor, team leader, or another agent.
What is INSTANT MESSAGING? 
100
We use Five9 on this browser ONLY.
What is GOOGLE CHROME?
200
You would do this as a first troubleshooting step if you were having audio issues with your station.
What is RESTARTING STATION? 
200
If you miss a call, which status will your station default to?
What is NOT READY?
200
True or False: When transferring a call, you can either search a contact by name or manually entering a telephone number.
What is TRUE?
200
True or False: You can only message one person at a time in Five9
What is FALSE? You can create group messages in Five9. 
200
This tab in Five9 will direct you to how to download the softphone extension.
What is CRM INTEGRATIONS?
300
Which station type must the agent select to be able make calls and establish an audio connection?
What is SOFTPHONE? 
300
When you want to place a call on hold while also being able to answer other calls in the queue or make an outbound call separately you would use this option.
What is a PARKED CALL?
300
You must select a ___________ prior to transferring a call.
What is a DISPOSITION?
300
You would use this function to send information to a group of coworkers without needing a response in return.
What is send a BROADCAST MESSAGE? 
300
If proper audio connection is established when signing into your Five9 station, this is what you will hear.
What is THREE BEEPS?
BEEP BEEP BEEP
400
Call, Voice Mail, Chat, and Email are all examples of ______ _______.
What are MEDIA TYPES?
400
When finishing a call, you must select a ____________ to end the call and go to READY status.
What is a DISPOSITION?
400
This call action requires no further steps to be made from the communicator when transferring a call to a different department.
What is COLD TRANSFER? 
400
True or False: You cannot use the Instant Messaging function while on a call.
What is FALSE? You can use the messaging functioning while on a call.
400
True or Fales: You cannot call other agents on Five9
What is CALLING OTHER AGENTS? 
500
This numeric identification allows agents to have a unique extension to receive calls and receive voicemails.
What is Station ID?
500
In order to put a customer on hold, you must first properly ___ __________.
What is ASK PERMISSION?
500
When receiving a call regarding an Adverse Event and/or a Product Quality Complaint, the call will always result in what form of action?
What is a WARM TRANSFER? 
500
Use this function when needing assistance from a Supervisor or Team Lead on a call.
What is the HELP function?
500
Use this feature to test the audio quality of your station.
What is ECHO CALL?
